Cisco Service Delivery Manager Executive in Johannesburg, South Africa
Service Delivery Manager Executive
Location: Johannesburg, Gauteng, South Africa
Area of Interest Customer Experience
Job Type Professional
Technology Interest *None
Job Id 1221163
Service Delivery Lead, South Africa
What You'll Do
The Service Delivery Lead is responsible for leading our customers to Business, Innovation and Operational Outcome based solutions.Typical day to day tasks include:
●Development of collaborative partnerships with the customer and their vendors
●Customer focal point - liaison
●Governance and Metrics Alignment - ITIL, Managing SLA’s and Critical Milestones
●Budgeting Functions - Consumption based billing – chargeback, P and L
●Crisis Management Leadership – Cross Functional Team Building – Seamless operational delivery
Who You'll Work With
You will report to Laurent Cordelle, Service Delivery Director in Advanced Services who is responsible for Global Enterprise Service Delivery in the Emerging Markets Theatre.
Your work will transform our customers' businesses from every angle, changing the way IT is consumed and adopted.
The Emerging Markets Client Transformation Team (CXT) is responsible for all Service delivery to customers in the Emerging Markets region (Africa and Middle East). A team focusing on influencing our customers to get the most out of our services in the best possible way. We want to make an impact both how our customer s adopt the services and how they value the service delivery. Customer satisfaction is our key driver.
The Service Delivery Manager position within the Enterprise Major Accounts team. As the successful candidate, you will be responsible for service delivery experience to the customers in Major Account segment in the Client Transformation Team, and assume overall responsibility for the delivery, management, continuous improvement, and growth of Cisco Services. This will include in-direct staff of employees and vendors to ensure all functions are delivered to meet/exceed customer expectations. This position will oversee operations of a managed outsource with the end user customer and partner. This role will require significant onsite presence in the South Africa preferably based near Johannesburg.
Who You Are
You’ll have strong Financial and Business Acumen – Knowledge, skills and understanding of P&L, business concepts, tools and processes for making sound business decisions.
You bring Innovative solutions and delivery processes to our customers.
You will have a Bachelor's Degree in Engineering, Computer Science or related field. MS or MBA candidates strongly desirable.
You will have a strong background in IT or technology sales experience. In addition, you will be an effective manager of people.
ITIL processes will be something you know thoroughly, certification desired
You will have a background in Service Management, Network Operations, Collaboration, Legacy and IPT Voice technologies and other related Cisco technologies and solutions, including understanding dependencies on core infrastructure and service delivery elements and how they impact service availability and best-in-class operational delivery-Experience in delivering and managing Managed Voice and Video Services.
Your ability to influence and communicate effectively to senior-level leadership as well as functional management will shine. You will have overall excellent interpersonal and communication skills.
Change will be a constant, so you will be adaptable to changing environments and priorities
Ideally, you will have some experience in IT operations, support functions, and/or network management
You will have the ability to leverage a range of leadership styles from collaboration and partnership to command & control based on business conditions and day-to-day demands of the role
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